EdgeOS

Help Index

  1. Introduction
  2. Quick User Guide
  3. Core Field Definitions
  4. Non-Core Field Definitions

Introduction

EdgeConneX has been able to determine that there are 3 primary actions behind a majority of tickets. They include:

  • Shipping and receiving to and from the data center
  • Requiring technical or non-technical Remote Hands help in the data center
  • Providing or removing access to the data center for employees, vendors or tours.

The user experience is optimized to provide simplified access to these tickets types, with some adjunct functionality for ordering product, or reporting maintenance requests.

Back to Help Index.

Quick User Guide

Home

The Home application provides a complete view of the operations of each data center you occupy by pinpointing them on a map of the United States.

  • Data Center Colors indicate the status of the data center:
    • Blue - indicates that the data center is performing.
    • Red - indicates that the data center has an open incident.

Data Center Dialog Box

  • By clicking on a data center pin, a static pop-up dialog box will appear to display that data center's current site information and performance. The top half of the dialog box displays the data center's city of location and street address. The bottom half of the dialog box displays the following customer-specific performance data:
    • Allocated Capacity: The total power distributed to customer racks
    • Real Time Load: The total real time load of kW for a customer's racks in a data center as a percentage of allocated capacity.
    • Open tickets: The number of open tickets for this data center.
    • Open incidents: The number of open incidents for this data center.


  • Along the bottom of the Data Center Dialog box are four application icons. Those marked optional are based on customer-specific settings:
    • [Optional] Data Center Floor Plan - displays your organization's equipment in a floor plan of the data hall.
    • [Optional] Submit a Ticket for the Data Center - sends you to the New Tickets page to select a ticket type you want to submit for the selected data center. See Submit a Ticket for further instruction.
    • [Optional] Cross Connect - displays all Cross Connect panels and connections your company owns within the data center.
    • Google Maps - opens Google Maps to show the location of the specific data center and provide directions.

Optional items are based on individual configuration.

Back to Help Index.

Ticketing

The EdgeOS Ticketing System simplifies how you submit, monitor, respond, and resolve ticket submittals. The following applications are used in ticket management: New Ticket, Tickets, Incidents, Search, and Product Orders.

Ticket Types

  1. Tickets for shipping to and delivery from the data center.
  2. Tickets requiring Technical or Non-Technical Remote Hands help in the data center.
  3. Tickets adding or removing employees, vendors or tour visitors to the data center. Types include:
    • Authorize EDC Access - request personnel PIN access for a data center
      • Entrants who need to be re-authorized into a data center do not require the user to use the Add PIN Request section. A name and phone number in the description field will suffice.
      • You cannot add a PIN Request to a ticket until all ticket required fields are entered.
      • You must enter all required personnel and visit information in order to add a PIN Request to a ticket.
        • You must choose from a list of specific company-occupied data centers.
        • You must choose the duration of visit (i.e. length of time for PIN access).
      • You can add multiple PIN Requests to one ticket.
      • You can edit and remove added PIN Requests to a ticket.
    • Deauthorize EDC Access - request a PIN Disable for personnel authorized to access a data center.
      • You can only deauthorize an entrant who is "On Behalf Of" your company.
      • You cannot add a PIN Disable request to a ticket until all ticket required fields are entered.
      • You can deauthorize personnel for all or individual data centers. To deauthorize personnel from specific data centers, and not all, you must specify that in the Other Instructions field of the PIN Disable window.
      • You can request multiple deauthorizations for one ticket.
    • Tour - request a tour in a data center.
      • You must enter a date into the Requested Target Date field for the tour. After submission, EdgeConneX will respond with a Firm Order Commit Date (i.e. the set date for the tour).
  4. Customer Feedback - quality improvement feedback.
  5. Property Management Maintenance - ticket pertaining to non-data floor spaces of data centers being serviced in (i.e. lobbies, loading docks, storage spaces, and bathrooms).

Back to Help Index.

Submit a Ticket

The New Ticket menu bar application is how you will create and submit new tickets regarding your serviced equipment into EdgeOS. There are 3 steps to ticket creation:

  • Step 1 - Select a Ticket Type
    • Click on one of the ticket type options in the New Ticket window.

  • Step 2 - Enter Ticket Details
    • Enter information and details for required fields.
    • For descriptions of each common ticket detail, please see Core Field Definitions
    • For descriptions of ticket-specific details, please see Non-Core Field Definitions
    • Click the Submit button.

  • Step 3 - [Optional] Adding Shipping & Delivery Information to a Non-Shipping & Delivery Ticket
    • Creates a new Shipping & Delivery ticket that references the Non-Shipping and Delivery ticket.

Once a ticket is submitted, those designated to receive notifications within EdgeOS will be notified. Any additional contacts provided within the ticket will also be notified.

Back to Help Index.

View and Manage a Ticket

The Ticket menu bar application compiles all tickets regarding data centers you are being serviced in. This tool is good for viewing a ticket's details and status.

Tickets Table

When clicking the Tickets application, you will open a table displaying all tickets regarding or affecting occupied-data centers. The top dropdown search criteria allow you to filter the table by location, status, ticket type, and origin. By clicking the Export to Excel button at the top-right, you will export the table into Excel. The table is organized with the most recent tickets at the top of the table.

Each column is listed as a common ticket identifier and can be clicked to inverse the table, but may be sorted by clicking on the column header. These identifiers include:

Ticket Identifier
Description
Ticket#
The automatic number that a ticket is given at the time of submission. Use this to reference a ticket.
Submitted Company
States the company that the ticket submitter represents and operates On Behalf Of.
Submitted by
Automatically populated with your login information and associates you to the ticket.
Location
Displays the EDC Site Code and location of the data center that the ticket is regarding.
Origin
A ticket can have four origins:
  1. Customer Request - A Customer Request origin is a customer-submitted ticket requesting products, data center access, technical remote hands, or other services at a data center.
  2. Facility Manager - A Facility Manager origin is an automatically generated ticket created in response to an alarm or issue within a data center.
  3. Internal Request - An Internal Request origin is a ticket created and submitted by EdgeConneX personnel.
  4. Manual Incident - A Manual Incident origin is an Incident that was manually submitted by an EdgeOS user.
Incident
"Yes" the ticket is an Incident or "No" the ticket is not an Incident.
Status
Open, In-Progress, Cancelled, or Completed. Defined in Core Field Definitions.
Date
The date and time the ticket was submitted on.

Ticket Details

To access the Ticket Details for listed tickets in this table, click on the Details button. The Details are broken down into key categories:

  • Requester Information
  • Ticket Information
  • Ticket Details:
    • For descriptions of each common ticket detail, please see Core Field Definitions.
    • For descriptions of ticket-specific details, please see Non-Core Field Definitions.
    • Additional Shipping and Receiving Tickets - blue clickable reference numbers for all related Shipping & Delivery tickets in the Reference Ticket field.
  • File Information - view or attach a file to the ticket
  • Delivery Information
    • By clicking the Add Delivery under Ship Packages To Data Center or Ship Packages From Data Center, you will add a related Shipping & Delivery ticket.


  • Actions:
    • Additional Information: Click to enter customer comments.
    • You can add a Related Shipping & Delivery Ticket to any Non-Shipping & Delivery ticket type.

Back to Help Index.

The Search application allows you to search for tickets and incidents within EdgeOS based on defining ticket details. The most common search criteria are:

Search Criteria
Description
Search Type
The search is regarding a ticket or an incident. By choosing Incidents you will search for just incident tickets.
Ticket #
The EdgeConneX provided reference number for an individual ticket.
Location
Search for tickets based on what occupied site they are affecting.
Tkt Type
The type of ticket the search is regarding.
Status
Options include All, Cancelled, Completed, Open, and In-Progress. Search for a single type of status or a combination of statuses by clicking the respective checkboxes. Selecting All will search for all ticket statuses.
Submitter's email
The email of the individual who submitted a ticket.
Service Interruption
The ticket is regarding a Service Affecting or Service Non-Affecting issue.
Severity
The ticket or incident's issue is Critical or Non-Critical.
Has Attachment?
If a ticket does have an attached file, does not have an attached file, or does not apply.
Has Delivery Info?
If a ticket does have delivery information, does not have delivery information, or does not apply.
Is Remote Hands?
If a ticket does have Remote Hands service, does not have Remote Hands service, or does not apply. If chosen you will be prompted for technical or non-technical.
From/To Dates
To search for tickets submitted on a specific date, enter the date into the From field. To search for tickets submitted between two dates, enter the two dates into the From and To fields.
Incident Type
[Incidents Only]
Only when searching for incidents, you will be able to search for Alarm Incidents or Manual Incidents.
  • Alarm Incident - the incident was generated from an automatic alarm system within the data center.
  • Manual Incident - the incident was generated by an EdgeOS user.

For descriptions of each ticket detail, please see Core Field Definitions.

For descriptions of ticket-specific details, please see Non-Core Field Definitions.

Back to Help Index.

Product Orders

Product orders are equipment and technology orders you can submit for a data center you occupy. By submitting a Product order, your request will be sent directly to the EdgeConneX Sales team for processing. You should expect to be contacted by an EdgeConneX Sales representative shortly after submitting a Product order with product details, data center available power & space, and pricing.

Product Order Types

  1. Interconnection Services
    • Cross Connect - Request additional Cross Connect.
      • Includes fields specific to Cross Connect services:
        • Cross Connect Type - Type of cross connect.
        • A End Port Assignments - A Side connection for the Cross Connect.
        • A End Connector Type - Type of cables used on the A Side/Beginning of the Cross Connect.
        • A End LOA/CFA - Customer/A End port assignment provided name based on a standard Telco naming convention for the location of their cross connect termination.
        • Z End Company Name - Company that owns the Z Side/End of the Cross Connect.
        • Z End Port Assignments - Z Side connection for the Cross Connect.
        • Z End Connector Type - Type of cables used on the Z Side/End of the Cross Connect.
        • Z End LOA/CFA - Company/Z End port assignment provided name based on a standard Telco naming convention for the location of cross connect termination.
        • Expedite Install? - Request expedited installation service. Note: expedited services will charge additional fees.
        • Customer Reference Circuit ID - Customer's internal reference ID for the Cross Connect circuit. This should be provided in the Additional Order Notes section.
        • Additional Order Notes - Other information or details regarding the Cross Connect order.
    • Structured Cabling - Request additional cabling.
    • CloudConneX - Request additional CloudConneX.
  2. Power & Space
    • Cabinet - Request additional Cabinets.
    • Power - Request additional Power Whips.

Back to Help Index.

Submit a Product Order

The Product Orders menu bar application is how you will create and submit new Product orders. Product orders are submitted by following the same process as a regular ticket submission:

  • Step 1 - Select a Product Order Type
    • Click on one of the order type options in the New Product Order window.

  • Step 2 - Enter Product Order Details
    • Enter information and details for the requested product.
    • Click the Submit button.

Back to Help Index.

Company Administrator Functions

This user will have administrative privileges over their specific organization within EdgeOS. A user with the company admin role is responsible for

  • user account activation for portal access
  • site and role assignments of users/contacts belonging to their company

Assigning sites and roles for the user limits information flow to exactly that information that is pertinent to the user successfully doing their jobs.

Processing User Requests

Once an account request is pre-approved by an EdgeConneX portal admin, the company admin will be notified and responsible for assigning the user's sites and Roles. The pre-approved account request will be accessible by the company admin in the User accounts awaiting activation in the Company Admin for [Company Name] administrative application that appears in the menu. The company admin will then click the highlighted name of the pre-approved user to open the user’s User Details page.

Maintaining Users and Contacts (Add, Change, Delete)

Definitions
  • Contacts:
  • Do not have login privileges to the site. They have limited roles that can be assigned and are primarily used for the purpose of monitoring inbound communications from EdgeOS Operators. A typical example would be an inbound calendar processing account, NOC, or helpdesk.
  • Users:
  • Do have login privileges with the purpose of interacting with EdgeOS, and EdgeConneX operations personnel through tickets.

Adding a contact or user: The admin clicks the add user or contact button. The admin must accurately fill in the information about the user or contact, identify the roles and permissions, and the sites applicable to that user or contact. After the admin clicks activate, the user will be sent an email about the registration and asking them to modify the password using the link that directs them to the EdgeOS website.

User Roles: are self explanatory and include: Receive incident notifications, ReceiveMOP Notifications, ReceiveTicket Notifications Submit a Ticket, Display Floor Plan Cabinet utilitzation colors, Diplay Floor Plan load values for cabinets, View Cameras on FLoor Plan, Ability to see pertinent MOPS, Circuit Power Balancing, and Personnel On-site Finder. Each of these roles / permissions will only pertain to sites assigned to that user.

Back to Help Index.

User Settings and functionality

Each user can control personal information about themselves as well as some emailing preferences. A user cannot change what sites and roles they are assigned by the company admin. These changes are restricted to the company admin role and can be requested through the email-to-admin functionality in EdgeOS. Users access their settings by clicking their name in the upper right corner of the EdgeOS application.

Email Company Admin

The user can email all the Company Admins by clicking on their name and selecting Email Company Admins. A simple email dialog box will come up for direct communciations to all company admins.

Profile Settings

Users can change the following

  • Default Geographic Region:
  • Defaults the map that is displayed upon startup
  • Email Format HTML:
  • Tells EdgeOS to send either an HTML or plain text email to the user
  • Email Calendar Attachments:
  • Tells EdgeOS to send an ICS Calendar invite attachment to time based event communications (e.g. MOPs)

Reset Password

User can reset their passwords by providing existing password and two entries of a new password. Changing passwords is for good security practices, but is not mandatorily enforced by EdgeOS.

Back to Help Index.